Customer Success Manager

Job Description

Job Description

Description : JOB SUMMARY

The Customer Success Manager is an integral part of our support team and is instrumental in not only maintaining strong relationships with our customers but also ensuring seamless customer service and operational processes. As the manager, you play a critical role in shaping the strategic direction of customer engagement, driving customer satisfaction, retention and growth while leading a high-performing team dedicated to excellence. You strive to enhance customer satisfaction, drive the team to utilize relevant technology, standard operating procedures and contribute to the overall success of our clients, ensuring that our customer service and order management processes not only meet, but exceed our customers’ expectations.

Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.

PSA is the world’s largest systems integrator cooperative made up of the most progressive security and audio-visual systems integrators in North America. Combined, PSA members boast over 400 branch locations, employ over 7,500 industry professionals and are responsible for over $4.5 billion annually in security, fire, life safety and pro-audio-visual installations. Our mission is to empower its owners to become the most successful systems integrators in the markets they serve. PSA brings this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs while offering a variety of distinctive services that can enhance any company’s operations.

Essential Duties and Responsibilities

• Provide daily direction & communication, empowering Team to respond timely to Customers’ needs
• Lead and inspire the customer success team, fostering a culture of excellence, accountability, and continuous improvement
• Oversee the customer success department ensuring :

Daily workload to include, but not limited to : Cases, Backlog, Held Orders

All aspects of customer relationships

Exceptional service standards across all touchpoints are consistently executed

Reinforcement of Best practices and SOPs in customer engagement to drive loyalty, retention and advocacy

Brand Ambassador of our SAFE (Speed, Accuracy, Follow-through, Every time) approach to exceptional service

Regular 1 : 1 and team meetings are conducted

Team members have appropriate training and other resources to perform their jobs effectively

o Provides a seamless and quality New Employee onboarding experience

Experience Requirements

Travel

Personal Characteristics

Living PSA’s core values :

Passion – We are passionate about our work and have fun doing it!

Integrity – We are honest and trustworthy

Boldness – We are forward thinking and innovative

Service – We live and breathe exceptional customer service

Position Type / Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the “core” work hours based on department needs.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Information

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description.

The PSA Network elevates the industries we serve by providing owners and members exceptional education, networking, services, and connections with technology partners. Be the rising tide!

Requirements :